Director, Technical Support Services - Americas - Remote ET / CT, US

Location preference (not required): Eastern Time Zone, US Central Time Zone, US

About the role

This isn't just about managing a support team; it's about building the entire post-sale technical experience for a rapidly growing global hardware company. The Director, Technical Support Services - Americas will be the ultimate advocate for customers, ensuring their voice directly influences product and service priorities. You will have the autonomy to design a support model that is as elegant and reliable as the products. This is a high-impact, high-visibility role where you will build the team, processes, and strategies that define Neat’s reputation for world-class customer experience.

Responsibilities

• Lead & Mentor: Cultivate an industry-leading team of support engineers in the US. Coach, develop, and empower your team to solve complex technical challenges and become trusted experts.
• Architect the Strategy: Design and scale the systems, processes, and knowledge that define Neat's support experience. Own the KPIs and drive the strategy behind them.
• Champion Seamless Partnerships: Interface directly with peers at Microsoft, Zoom, Google, and other Neat partners to present a unified and effortless support journey for joint customers.
• Be the Voice of the Customer: Act as a critical feedback loop to Product and Engineering teams, using data and customer stories to provide actionable insights that shape the supportability and quality of future hardware and software.
• Build for the Future: Design premium support offerings, prepare the team for new product introductions, and ensure the support organization stays ahead of needs.

Requirements

• Proven experience leading and scaling technical support teams, preferably within videoconferencing, AV, or unified communications.
• Technical fluency in videoconferencing, enterprise networking, telephony, and AV technologies.
• Demonstrable success in creating and implementing support strategies, policies, and workflows that balance customer satisfaction with business needs.
• Experience partnering closely with Product Management and Engineering teams to improve product quality and supportability.
• Exceptional presentation skills—comfortable leading customer meetings, training sessions, and internal strategy reviews.
• Hands-on experience with modern support and CRM platforms (e.g., Zendesk, Netsuite, Salesforce, Jira).

Skills

• A "player-coach" leader who inspires excellence, fosters a culture of continuous learning, and isn’t afraid to roll up your sleeves to solve tough problems.
• View support as a key product and critical driver of customer loyalty, retention, and brand reputation.
• Thrive on building systems and processes from the ground up in a dynamic, fast-growing environment.
• Strong communicator and relationship-builder, capable of earning trust with frontline engineers and executives alike.

Benefits

• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) plan.
• Unlimited PTO policy.

Pay

Pay Range: $150,000 – $170,000 per year. Actual compensation will be determined based on relevant experience, skills, and internal equity.

About the company

Neat brings people together with beautifully simple, versatile video devices and experiences. By minimizing the physical and virtual divide, we enable everyone to feel more connected, present, and understood. We aim to make our technologies so intuitive that terms like "in-office" and "remote" will seem obsolete in five years.

Neat's pioneering portfolio addresses the needs of today's workplace and natively supports Microsoft Teams, Zoom, Google Meet, and a range of business apps. We are an ambitious, accountable, collaborative, responsible, and growing team that fosters an environment where creativity and ingenuity can flourish. Based in Oslo with team members worldwide, Neat was founded in 2019 to make the meeting space the best it can be.